Operations Analyst, Disputes Specialist

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about 3 years old

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ABOUT VARO
Varo is an entirely new kind of bank. All digital, mission driven, FDIC insured, and designed for the way our customers live their lives.

We're on a mission to bring financial inclusion and opportunity to all hard-working Americans. Through our mobile app, we offer premium bank accounts that have no minimum balance requirement or monthly account fees, high-interest savings accounts, short term lending and solutions to help customers stretch their paycheck, build credit and start saving. Our tech-first products are designed to make money work for everyone and help customers and communities build greater financial resiliency.

Varo is distinct from other fintechs: we've made history as the first and only consumer fintech to be granted a full national bank charter by the Office of the Comptroller of the Currency (OCC).

Varo Bank represents the evolution of a new generation of banks that are born from innovation and built on technology to empower consumers and businesses.

Our team combines the best of both consumer tech and banking, and we’re wildly passionate about helping our customers. Our teams are based in San Francisco and Salt Lake City. Privately held, we’ve raised over $482M to date, from leading institutional investors and strategic partners including Warburg Pincus, The Rise Fund, Gallatin Point Capital, Harbourvest Partners, Progressive Insurance, and Russell Westbrook Enterprises.

Varo is entrepreneurial, collaborative, enthusiastic, customer-oriented, fast-paced, and multicultural.  This is an open and relatively flat organization that puts an emphasis on collaboration, sharing ideas and information. For a relatively early stage company, Varo is grounded in a strong set of values and takes pride in the diversity of its employees and board. 

Varo. A bank for all of us.

ABOUT THE TEAM

The Varo Disputes & Fraud team is looking for a highly motivated individual who has a passion for improving the customer experience and who is self managed to join our growing team. We are a growing team and have to be alert and available to service our customers needs in a timely and proficient way. We work within the parameters of the Visa Dispute Process and Varo’s Policies & Procedures to constantly look for innovation and explore new ways to assist and advocate our behalf of our customers. 
 
Varo is changing the banking industry.  We work hard to create the best personal banking experience possible.  We’re responsible for building a lasting relationship with our customers, they know we care about helping them grow!  We’re accountable for all service channels that we use to communicate, respond, and interact with customers.  This includes digital, voice, and social media servicing.  We support all of Varo’s banking features such as personal accounts, savings accounts, account aggregation, lending products, and many more.

WE’RE LOOKING FOR SOMEONE WHO WILL

  • Provide exceptional customer service for Varo’s customers across our different financial products, primarily providing customer support via email, but will require secondary support via phone.
  • Will support customer contact channels through phone, email, and chat.
  • Support customer technical issues, facilitating the process from initial contact through troubleshooting, issue resolution, and customer follow up.
  • Understands initiation and resolution processes of Visa dispute process.
  • Educates external customers and internal stakeholders on dispute regulations, consumer rights, and dispute guidelines.
  • Assists in resolving problem accounts / escalations, while evaluating processes for continuous improvement to enhance productivity and quality.
  • Holds limited approval authority in making business decisions related to Dispute write offs and moving cases forward to the next step with the Disputes Team.
  • Responsible for managing Dispute case load and working with Dispute Manager to fairly distribute work and provide training, coaching, and feedback surrounding timely and proper dispute resolution to employees.
  • Has responsibility for dispute resolution and reviewing Visa Representments and arbitration cases. Ability to analyze merchant documentation and exercise discretion in resolving cases when the merchant refuses to issue a credit and the customer is due a credit.
  • May have responsibility for reporting practices including Disputes filed, Disputes Worked, and other various reports as deemed necessary by the Dispute Manager.
  • Initiates dispute claims, gathers necessary information/documentation formally or informally through the Visa Chargeback process. Ensures communication is delivered in a timely manner to the customer, and clear expectations are established to ensure customer satisfaction.
  • Provides superior customer service to both internal as well as external customers.
  • Complies with all regulations as required by law, including but not limited to the Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC, Regulation DD, Regulation Z, Regulation E and other regulations as required by law as it relates to the position.
  • Performs other duties as assigned.

    • PREVIOUS EXPERIENCES THAT’LL HELP YOU BE GREAT

  • 6 Months of Operations Experience Required
  • A high passion and commitment around providing best in class customer service and satisfaction 
  • Exhibits an exceptional degree of ingenuity, creativity and resourcefulness in decision making and independent problem-solving
  • Experience in financial services is strongly preferred.
  • Experience with Visa Chargeback Process strongly preferred. 
  • Must be flexible, adaptable, and comfortable working in a fast-paced startup environment.
  • Must possess high motivation, enthusiasm and dedication to deliver results within strict timeframes.
  • Experience in the evaluation, analysis and optimization of operational processes.
  • B.A. or B.S. Degree or qualification in a relevant business discipline highly desired.

    • Internal Requirements

  • Must have been in a Varo Operations role for at least 6 months.
  • Eligibility requires that you not be on any form of counseling or corrective action.
    • CULTURAL ALIGNMENT
    Varo is entrepreneurial, collaborative, enthusiastic, customer-oriented, fast-paced, and multicultural.  This is an open and relatively flat organization that puts an emphasis on collaboration, sharing ideas and information. For a relatively early stage company, Varo is grounded in a strong set of values and takes pride in the diversity of its employees. 

    OUR CORE VALUES
    Customers First: Understand the problems our customers are trying to solve. Respond with a sense of urgency. Build relationships that result in loyalty. Be data and insights-driven. Test everything. Achieve results through strong execution. Build a product people love.  Assess new initiatives with the customers’ interest in mind. Act with empathy. 

    Take Ownership: Bias towards action. Have high standards. Be accountable for the results of your work, our product, our company. Trust others to own it.

    Respect: Treat others how you want to be treated. Listen first before being heard. Speak the truth even when it's not easy. Assume best intentions. Bring your full self to work.

    Stay Curious: Ask why. Dare to make things better. Learn something new each day (even from mistakes). Be open to growth. Develop creative solutions.

    Make it Better: Think big. Set high goals. Work towards long term value rather than short term wins. Create change. Be resilient.


    Varo is an equal opportunity employer. Varo embraces diversity and we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

    Learn more about Varo by following us:

    Beware of fraudulent job postings!
    Varo will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide work with Varo.  If you suspect you have received a phony offer, please e-mail [email protected] with the pertinent information and contact information.